Guided Selling FAQ
Frequently asked questions about Guided Selling.
General Questions
What is Guided Selling?
Guided Selling is a Salesforce application that allows you to elevate sales productivity with inbound and outbound engagement. It uses sequences of actions (emails, calls, SMS, tasks) to guide prospects through the sales journey.
What objects does Guided Selling use?
Guided Selling uses several custom objects:
- Sequence: A structured series of interactions and touchpoints
- Participant Sequence History: A comprehensive digest of a participant’s progression within a sequence
- Action: A specific task or interaction within a sequence
- Participant: An individual or entity actively involved in a sales sequence
- Sequence Association: The relationship between a sequence and a participant
- Participant Action: Interactions conducted on behalf of a participant within a sequence
- Conversation: A summary of the outcome from the execution of participant actions
Sequence Questions
How many participants can be in a sequence?
A sequence can hold up to 20,000 participants. If you need to engage more participants, consider creating additional sequences or using exit criteria to manage capacity.
Can a participant be in multiple sequences?
No. A participant cannot be part of more than one sequence at a given time.
What happens when a participant exits a sequence?
When a participant exits a sequence, a Participant Sequence History record is created that tracks entry and exit information, attribution details, and the participant’s snapshot at the time of exit.
Action Questions
What types of actions are available?
Guided Selling supports four types of actions:
- Call Actions: Phone calls to engage with prospects
- SMS Actions: Text messages to convey information
- Email Actions: Emails to provide information and nurture prospects
- Task Actions: Tasks assigned to sales reps
Can actions be rescheduled?
Yes. Actions can be rescheduled from the Engage view, Participants view, or the Participant Overview component. Rescheduling an action will automatically reschedule all subsequent actions.
Technical Questions
How often do batches run?
Batches run at 30-minute intervals and can be forced to execute or be skipped.
What happens if triggers are disabled?
If triggers are disabled, most automatic processing done by Guided Selling will be prevented, effectively “turning off” Guided Selling. Users may still perform actions from Engage even though triggers are disabled.
How are exit criteria checked?
Exit criteria are checked periodically, approximately every 30 to 60 minutes, initiated by a scheduled cleanup job. Participants can also be exited in near real-time if actions related to their sequence cause them to meet an exit condition.
Getting Help
For additional support:
- Review the documentation in this knowledge base
- Contact Customer Success or Customer Support
- Check the Settings page for configuration options
- Review sequence metrics to identify issues